Parcel
2-5 business days
Accessories, consumables, handheld and portable devices. Tracked courier to your receiving address.
- Tracked shipping
- Signature on delivery
- Insured in transit
Logistics
Delivery, installation logistics & returns
A 400-pound sterilizer left on a loading dock is not a delivery. This page explains which service level applies to what you have ordered, what your site needs to have ready, and the terms under which equipment can be returned.
Policy version: August 2026
Delivery levels
Four levels, assigned by what you ordered
The level is stated on your quotation and again on the order confirmation, so there is never ambiguity about who is lifting what on the day.
Freight - dock
5-10 business days
Palletised equipment delivered to a loading dock or ground-level door. Your team moves it inside.
- Liftgate where no dock exists
- Delivery appointment booked
- Pallet condition photographed
White glove
Scheduled
Delivered to the room of use, unpacked, assembled, packaging removed and the device powered up and checked.
- Inside delivery to room
- Assembly & set-up
- Debris and packaging removed
Project rigging
By programme
Heavy and fixed systems. Route survey, crane or gantry, structural protection, positioning and commissioning.
- Route & load survey
- Rigging crew & equipment
- Permits and out-of-hours access
Lead times
Realistic, not optimistic
Indicative ranges from receipt of a purchase order. The figure that binds is the one written on your order confirmation, and we tell you the day it moves.
| Category | Typical lead time |
|---|---|
| Consumables & accessories | 2-5 business days |
| Portable diagnostics (in stock) | 3-7 business days |
| Patient care furniture | 2-4 weeks |
| Configured monitoring & ultrasound | 3-6 weeks |
| Sterile processing equipment | 6-10 weeks |
| Refurbished imaging (from our stock) | 4-8 weeks |
| New CT / digital radiography | 10-16 weeks |
| New MRI | 16-28 weeks |
Fixed imaging lead times include manufacturer build slot allocation. They do not include construction or shielding work at your site, which runs in parallel and is scheduled separately.
Your side of it
Site readiness checklist
Delivery days fail for boring reasons. We issue this as a formal document for project installs; for everything else, running through it a week ahead avoids almost every problem we see.
- Confirmed delivery contact who will be on site and reachable by phone.
- Access route measured: door widths, corridor turns, elevator car size and weight limit.
- Dock or ground-level access confirmed, or a liftgate requested in advance.
- Destination room cleared, with old equipment de-installed or moved out.
- Power, data and medical gas outlets present, terminated and tested to the specification issued.
- Floor loading verified for heavy systems, with any structural work signed off.
- Shielding, if required, installed and independently surveyed.
- Clinical staff scheduled for the training window immediately after commissioning.
If something arrives wrong
Damage & shortage claims
Carriers apply strict claim windows. Following these three steps protects your claim and ours, and gets a replacement moving faster.
-
1
Note it before signing
Record visible damage or a missing pallet on the delivery paperwork before the driver leaves. A clean signature makes a carrier claim very hard to win.
-
2
Photograph everything
Packaging, pallet, shipping labels and the equipment itself. Keep all packaging until the claim closes - carriers can request inspection.
-
3
Tell us within 48 hours
Call or submit a service request with the order number. Concealed damage found during unpacking must be reported within five business days of delivery.
Returns
Returns policy
Medical devices are not general merchandise. Regulatory and sterility rules limit what can be taken back, so the policy is written plainly rather than generously.
Faulty on arrival
Replaced or repaired at no cost, including freight both ways. Report within 5 business days of delivery.
Wrong item supplied
Our error, our cost. Collected and corrected without a restocking charge.
Unopened stock items
Returnable within 15 days in original sealed packaging. A restocking fee of 15-25% applies, plus return freight.
Installed capital equipment
Not returnable once installed and commissioned. Faults are handled under warranty or your service agreement.
Sterile or single-use items
Not returnable once the sterile barrier is opened, on patient safety and regulatory grounds.
Custom-configured & special order
Built or configured to your specification and therefore non-returnable. Flagged clearly on the quotation before you order.
All returns require a written authorisation number issued by us before shipment. Unauthorised returns are refused at the dock. Refunds are processed within 10 business days of the returned goods being inspected.
Removal & disposal
De-installation of the equipment you are replacing, certified disposal or recycling, and documented data sanitization on any device that held patient information.
Trade-in credit
Serviceable equipment may carry residual value. We appraise it against current secondary-market conditions and credit it against your order.
Export shipments
We ship internationally on request. Export documentation, destination-country device registration and customs clearance are quoted as separate line items.